Title: Desktop Support

Location: San Jose

About Lumenis:

Lumenis is a global leader in the field of minimally invasive clinical solutions for the Ophthalmology and Aesthetic markets and is a world-renowned expert in developing and commercializing innovative energy-based technologies, including Laser, Intense Pulsed Light (IPL) and Radio-Frequency (RF).

Read more at http://www.lumenis.com.

Job Overview: This position in Desktop Support is to provide support for PC, SAP, and some application support. Additionally, provides support to many IT projects. Responsibilities include supporting end users on all PC-related issues and providing level 1 application support. The position should be able to respond on time to all requests for technical support, install and configure workstations, schedule vendor repairs, and repair and replace PC and network components as needed.

Main Duties:

• Under minimal supervision, provides assistance, coordination, follow-up on customer issues, and real-time desktop support
• Provides desktop support, including problem recognition, research, isolation,n and resolution steps for system and application software, MAC/PC hardware, and peripherals
• Provides application support, including problem recognition, research, isolation, and resolution steps for Level 1 application support
• Provide level 1 support for SAP, SalesForce.com, ServiceMax, and Enovia.
• Be able to translate user requests into requirements documents.
• Records and logs all details related to support calls dispatched or handled in the call tracking system
• Performs system software, application, and hardware upgrades
• Provides telephone support to remote users who experience software or hardware problems
• Provides timely updates and reports to management on all project work and unique assignments
• Setup user accounts and email accounts
• Printer configuration, support for Mac and Windows
• Proactively address new emerging problems
• Support enterprise-level video conferencing

Required Qualifications:

• An associate degree or higher from an accredited college
• Relevant 2 - 5 years experience
• Good customer service skills
• Candidates must have experience with SAP
• Application experience with SalesForce / ServiceMax and Enovia is considered a plus.
• Support Windows 7 & 8, Apple MacBook Pro, iPads and Android devices
• Excellent oral/written communication, organizational, technical, and analytical skills
• Experience with Service Desk Suite a plus
• Must be able to work on projects/priorities in a deadline-driven environment.
• Basic skills of user management in an Active Directory environment.
• User permissions and access rights

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation.

The job description outlined above reflects general details as necessary to describe the primary functions of this job and the level of knowledge and skill typically required but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.

Applicants responding to this posting must be able to provide proof of eligibility to work in the United States.